User Experience

26.2.2018„Hi, I have an account with your (ID 48099) and the Type of user of my account is "Account for shipping outside the EU" and I cannot forward packages for the EU includes Germany. Can you change the type and let I can send packages to EU and Germany? Thanks.“Guilherme Resende

22.2.2018„Excellent service and very fast delivery, thanks!“Lukasz

9.2.2018„Hello, I have had a great experience with your company service, in this moment I would like to tell you that I haven't received the tracking number for my latest shipment, Shipment 22542852, Box: 61718. Could you please email it to me? Kind regards“Roberto, Mexico

Answer:
Dear Roberto, We apologize to you for the mistake, the tracking number was sent via e-mail once again. Sincerely, Ondrej Krabs, Mailboxde.com GmbH

Thank you for your feedback. The sender informed us, if we can stop the shipment and PayPal blocked your transaction. According to our terms you have the right to explain the situation.The sender has confirmed that PayPal has released the transaction and everything is fine.Your shipment is uploaded to your account.

Shipment which was not paid for properly. In the case the Forwarder is informed that the shipment has not been paid yet, the Customer is given a 5 days deadline for explanation, remedy and payment via bank account. The payment confirmation must be sent from the e-mail address of the bank of the Customer. If the debt is not paid, the unpaid shipment is sent back to the Sender. In the case of credit card misuse connected with a shipment present in the Collection Depot (based e. g. on information from the provider of the credit cards net), the Forwarder reserves the right to send the shipment back.

I understand that you are angry.Please understand that our service is controlled by the German authorities, and if we receive information about suspected fraud, the shipment can not be processed immediately.This problem was apparently a misunderstanding from the sender and PayPal.Everyone informed us that they have solved the problem, and you yourself explained the problem and helped.

I apologize to you for the administration.

Thank you for your cooperation.

Sincerely,

Ondrej Krabs, Mailboxde.com GmbH

30.1.2018„After one month and opened an investigation for my lost package, mailboxde wrote me an email today saying that ups has contacted to them informing that my package has been found, and will be sent today. Fingers crossed. Thank you Lucie (mailboxde) for your help and support.“Ivan (Spain)

18.1.2018„My shipment is LOST!! First order and the shipment is lost somewhere between the mailbox warehouse and the delivery place. I am not happy with my case. Lucie from mailboxde is very helpful with the problem, but I am waiting my order since last December 29th and no information. UPS says to me different things from what mailboxde tells me, so I’m so so confused and very very upset. Due I didn’t received my package, ups says they must open an investigation, but I cannot do it cause I’m not the sender. I really don't know whose fault is it, UPS or Mailboxde, but the package is lost. I hope someone of you could resolve my problem because it’s so difficult to be waiting for a package that cost 200€ and you never know if you will find it or not.“

Update: 30. 1. 2018„After one month and opened an investigation for my lost package, mailboxde wrote me an email today saying that ups has contacted to them informing that my package has been found, and will be sent today. Fingers crossed. Thank you Lucie (mailboxde) for your help and support.“Ivan - Spain

18.1.2018„My shipment is LOST!! First order and the shipment is lost somewhere between the mailbox warehouse and the delivery place. I am not happy with my case. Lucie from mailboxde is very helpful with the problem, but I am waiting my order since last December 29th and no information. UPS says to me different things from what mailboxde tells me, so I’m so so confused and very very upset. Due I didn’t received my package, ups says they must open an investigation, but I cannot do it cause I’m not the sender. I really don't know whose fault is it, UPS or Mailboxde, but the package is lost. I hope someone of you could resolve my problem because it’s so difficult to be waiting for a package that cost 200€ and you never know if you will find it or not.“Ivan - Spain

15.1.2018„Outstanding service and contact. Package was forwarded in 2 hours after they received it! Keep up the good work!“Tomasz, Poland

11.1.2018„Hi, do you ship items that have battery like "Kindle" or smart phone? Is there requirement about shipping this kind of products? (Because on some other germany forwarding sites they require to forward products with only selected courier like Fedex....)“Lin. C

26.12.2017„Hello, I have questions. Can I choose which inbound packages are included to consolidation? Also, one time my purchase (from Myprotein) wasn't delivered to my home address (despite I used it) but to a pick-up location (shop) a few km away. Could this happen and cause problems when I use Mailboxde.com address?“Mikael

Answer:
Dear Mikael, Thank you for your email. Yes, you can choose shipments, which are consolidated. You do it by this procedure:

1. Click on the "Consolidate all shipments button" in Received shipments section. 2. Find the list of shipments, which appears as being consolidated (on the same page). 3. Click on the "Separate" button next to the shipments, which you dont want to be consolidated.

I am not sure I understand your question about the pick up station. When we forward a shipment to you from our warehouse, we deliver to any shipping address you provide us for the transport. Sincerely, Martina, Mailboxde.com GmbH

25.12.2017„i offered something on ebay and choose "shipping inside germany only", now someone ist using your adress. You are supporting fraud in my opinion.How should i deal with problems when the buyer is in Taiwan? Don´t you think i have reasons to choose my shipping restrictions? Felling great making money on supporting fraud? And all you people using this service, why not respect our restrictions?“Alex Germany

Answer:
Dear Alex, I would like to ask you if you can contact me via e-mail and send me further details regarding this problem. I can try to help you. If your item is prohibited for shipping outside Germany, we can stop this shipment (see Prohibited & Restricted Goods). A few of our customers in Taiwan are german citizens as well. I live in the Czech Republic and my personal eBay account is registered in the Czech Republic (czech billing address), however the shipping address is in my company in Germany. I can buy goods in Germany without any problems. If you have a restriction like "Shipping inside Germany for buyers with a german billing address only" and the customer used the billing address (address of residence) in our warehouse, then it is against our conditions and send me more information, please. Thank you. Sincerely, Ondrej Krabs, Mailboxde.com GmbH

22.12.2017„As things go, my shipment was lost. First order and the shipment is lost somewhere between the mailbox warehouse and delivery depot. I am really disappointed since that was my first order and I have few more in preparation. Now I think that won't be the case. I really don't know whose fault is it, UPS or Mailboxde, but the package is lost. Hopefully customer service will be able to find out whose fault it was and offer a refund, but the bitter feeling still remains.“ Danijel Jedrisko, ekranizacija.com

Answer:

Dear Danijel, We have found your package. There were probably two labels or another mistake on the shipment. Your shipment was mistakenly sent to Slovakia and will be returned to our warehouse. I strongly apologize to you for this problem. The postage and shipping costs will be refunded now. We will send the returned shipment for free. I am sorry. Sincerely, Ondrej Krabs, Mailboxde.com GmbH

22.12.2017„Thank you very much for great service, great e-mail customer service!“Dalibor, Serbia

22.12.2017„My first buy in Germany using Mailboxde.com and everything went ok for me.“Wieger, The Netherlands

18.12.2017„Hello My package was lost. The last update was on 6/12/17 (IPZ-Ffm, Germany) and so far I can not find it. Not in dhl nor in Israel. Order number 22516838.Track number 538175741865 (CL643215345DE).“Janna S,Israel

Answer:
Dear Janna, Your shipment was not lost, only delayed. I apologize to you for the waiting. Deutsche Post will inform you and me about the further status of the consignment. Thank you for your understanding. Sincerely, Ondrej Krabs, Mailboxde.com GmbH

13.12.2017„I am very confused from this process. you said that you will ship my Order number 22521420 today, but you didn't and I see that my shipment is in status ready to send now instead of sent. You said that "We checked it all with my colleague again and our manager confirmed us, we can send your shipment". Can you explain me what is going on?“Zohar

Answer:
Dear Zohar, Your PayPal account was used for more older accounts and the owner is different. Unfortunately, these checked shipments are delayed. Your shipment has been sent the next working day. Sincerely, Ondrej Krabs, Mailboxde.com

24.11.2017„My first experience with mailboxde.com was great: fast, reliable and with good support. Thank you for your services which I am happy to recommend. Greetings from Portugal“António O.

19.11.2017„First time I use such a service to import goods from another country and I am so surprised. It is efficient, no problem at all and my package has been forwarded in less than half a day ! Your compagny can be trusted, continue like this and thanks !“A.Grimault, Grenoble. France

17.11.2017„Please reply, I am from Serbia why can not I add money to my son's account at Mailboxde.com via PayPal account? Maybe because we are from Serbia or? Thank you very much, Nikola“Nikola Serbia

Answer:
Dear Nikola, I would like to ask you if you can contact PayPal support in this case. Unfortunately, I do not know the reason. Thank you. Sincerely, Ondrej Krabs, Mailboxde.com GmbH

17.11.2017„Have purchased dozens of goods from Germany and UK, I paid consolidation and consolidated all that then sent them by Deutche Post priority on 25/10 the package arrive on 03/11 into my city in Morocco. This service is great and I recommend to anyone in the world. This was my first experience. Keep going ...“Abdellatif Ouy***

15.11.2017„Thank you very much for your services! You are amazing! Highly recommended!!! Greetings from Greece.“Apostolis A.

11.11.2017„Thank u for this service but is that normal ?“yahya jamaldine

Answer:
Dear Yahya, The name on the PayPal account (or credit card) must be the same as the customer´s and receiver´s name. Generally it is recommended to pay by bank transfer from your own bank account if you send goods to an address other than your place of residence. Thank you for your understanding. Sincerely, Ondrej Krabs, Mailboxde.com GmbH

9.11.2017„i have aproblem with charge my accounr from PayPal“yahya

Answer:
Dear Yahya, The payment has been received from a different credit card holder. The amount was refunded. We can not receive this payment. Thank you for your understanding. Sincerely, Ondrej Krabs, Mailboxde.com GmbH

3.11.2017„Great service, highly recommended.“Kristijan D.

28.10.2017„These days one must be cautious with e-commerce, but I have to say Mailboxde.com worked like a charm. Thank you very much! I am one happy customer.“T.L., Finland

25.10.2017„Super fast service, parcel sended at next 14 hr. on working day. Thank you so much! Will repeat with you if needed! Have a nice day!“M. R., Barcelona

23.10.2017„I got an email last Thursday that my package (22498538, insured to 1000 euros) has been shipped, but when I try to open the tracking link I get an error "Shipment not found." Could you assure me that the package has been sent correctly? Thanks a lot.“Simon W., Belgium

23.10.2017„My package just arrived, right on time! Excellent and affordable service, would be happy to use it again.“Simon W.

19.10.2017„One of the best forwarding companies in Europe. Honest and transparents fees, they saved me a lot of money and headaches for purchases from Germany. I highly recommend.“Mohamed

17.10.2017„Used the service two times in last two weeks for a shipment from seller on amazon.de who can't ship to Croatia. First time I was a little bii affraid if the package will be resend to my adress but it was OK. Yes, You have to be patient with delivery because it takes few days more than expected. So, dont use it if you have short deadline (like gift present for omeones birthday that is very close to the order date. Postage and handling fee is reasonable fot the service obtained. Package is basicaly the original from amazon. They only put new label with adress over the amanzon's original label. I will recomend this service to my friends.“Warm greetings from Croatia

8.10.2017„A really professional forwarding company. Have used them for last few years and am very content with the service provided.“Dave Gabbitas

5.10.2017„I just recharged account having yearly consolidation subscription in mind (it ran out a month ago), but once I wanted to acquire new subscription I had to pay it again by CC although I had more than 35€ credit. I believe subscription should be paid from credit if there is a substantial amount there. Fix it for the future customers. Thank you.“Josip K.

29.9.2017„Hello The following shipments haven't show up in tracking system: RC296177926DE RC296177943DE RC296177957DE“Roberto Maria

Answer:
Dear Roberto, The last status is: Arrival at international place of exchange on 28. 9. 2017 in your country. My colleague will inform you via e-mail. Sincerely, Ondrej Krabs, Mailboxde.com GmbH

28.9.2017„Happy St. Wenceslas day!“Branko Dumanovski

Answer:
Thank you! :) Czech support team

28.9.2017„Used the service for the first time for a shipment of music CDs ordered from a third-party seller on amazon.de who can't ship outside Germany. Very happy and pleased with everything. It's easy to follow and there was no hassle at all. The item arrived well within estimate. Many thanks. ^ ^“Tim S., Singapore

27.9.2017„I would like to cancel a consolidation. Can you cancelling it? My ID 65304“Branko Dumanovski

Answer:
Dear Lara, The shipment was already processed. I strongly apologize to you for the delay. Sincerely, Ondrej Krabs, Mailboxde.com GmbH

18.9.2017„Hello, my ID is 51851. I forwarded two parcels one week ago but they still are "ready to send". I wrote a email and also made a phonecall but nothing helps. You took my credits but the parcels are still in your warehouse. When will you send the parcels???“Gordon

Answer:
Dear Sir, we are still waiting for your power of attorney. You was informed via e-mail. The address details are missing the company name Mailboxde.com GmbH. Yours faithfully, Lucie, Mailboxde.com GmbH

14.9.2017„Hello, I would like to cancel a consolidation. Can you help cancelling it?“Roberto Maria

4.9.2017„This Company saved us lots of Time, Money and Headaches. If you need a Service like this... USE MAILBOXDE“Wiston Flores, USA

1.9.2017„I would like to thank you for an excellent service. Amazon.de didn't ship Lenovo tablets outside Germany so I had to use your service which was great. Free shipping to mailboxde and then about 15 euros to Croatia. Took 2 or 3 days, I forgot exactly. Shipment was in original condition without damages. Thanks a lot.“Tomislav, Croatia

10.8.2017„I used mailboxde for the first time, and set up my free mailbox in advance. I purchased and ordered a 9kg package of small plastic automotive parts for resale from my supplier near Stuttgart (who does not export) mail the package via DHL to mailboxde which arrived 3 August. I filled out the forwarding form on 6 August evening in USA (7 August morning in Germany), supplied Customs information, viewed the detailed invoice, and paid via PayPal. It shipped via UPS Express Saver the same day, and arrived at my address in 3 days on 9 August, with UPS tracking the whole way, and no delay in US Customs. I emailed the invoice from my supplier, which they attached in a blister pack to the package. There was no paper Customs Declaration attached to the package, but perhaps it was embedded in the UPS scan. I've had packages held for days in US Customs, so I like to make sure "all my ducks are in a row". Lucie helped me through the process, and was very friendly. A professional, extremely fast, straight forward sevice. I will be using them again. I highly recommend mailboxde!“Gary C., USA

26.7.2017„Thank you! Customer service was amazingly helpful and overall very pleased with this service. Highly recommended!“Sergiu T.

20.7.2017„I've opened an address at mailboxde.com only this year to be honest with a bit of scepticism. Until today 9 items that I had ordered were forwarded to my domestic address promptly and with no complaints from my side. Even the problem with my latest shipment, where the original sender forgot to add my contact details, was very promptly solved and the item was the same day forwarded to me. I recommend the service of mailboxde.com!“Andreja, Slovenia

13.7.2017„I have a question regarding VAT. If I order something from amazon.de and want that deliverd to my country where VAT is 25% I get the total price from amazon at checkout. But if I want that same goods delivered to my mailboxde.com address located in Germany I get the price with German VAT (19%). That is 6% price difference where I benefit. When you send those goods to me will that VAT difference be calculated somewhere again (customs or....) or I can really benefit this way. With your shipping costs I'm still in green territory based on VAT differences. THNX“TheVeka

Answer:
Hello, I contacted our tax advisor and everything is in order and according to the rules. Ondrej Krabs, Mailboxde.com GmbH

28.6.2017„Hello, can i send using your services a domestic espresso machine, which weights with all the accessories ~25kg?“Maki

Answer:
Hello, I apologize to you, we can offer shipping up to 20 kg to your country. Thank you for your understanding. Sincerely, Ondrej Krabs, Mailboxde.com GmbH

21.6.2017„Great and fast service with reasonable shipping costs. Highly recommended and will be ordering from Germany in near future again. For some reason, I did not get any e-mail (checked the spam box also) when I set up the account or when my order was delivered..?“Jenni, Finland

Answer:

Dear Jenni, Thank you for your feedback. We have tried to solve this problem, however all e-mails are declared as "delivered". Can you check your spam filter once again, please? Thank you for your cooperation. Sincerely, Ondrej Krabs, Mailboxde.com GmbH

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